CUSTOMER SATISFACTION ON SERVICES AND FACILITIES RENDERED BY JOHOR PORT
BERHAD
ZURAIMI BIN ABDUL AZIZ 98518548
THIS THESIS IS SUBMITTED TO THE FACULTY OF BUSINESS MANAGEMENT, UNIVERSITI TEKNOLOGI MARA IN PARTIAL FULFILMENT
OF THE REQUIREMENTS FOR THE DEGREE OF BACHELOR OF BUSINESS
ADMINISTRATION (HONORS) IN MARKETING
FACULTY OF BUSINESS MANAGEMENT UNIVERSITI TEKNOLOGI MARA
SEGAMAT
MARCH 2002
LETTER OF TRANSMITTAL
Zuraimi Bin Abdul Aziz E31,Jalan8/9,
Quarters TNB, 81700 PasirGudang, Johor
11 March 2002
Prof. Madya Kamel Taufiq Bin Abd. Ghani Project Advisor
Faculty of Business Management Universiti Teknologi MARA 85009 Segamat,
Johor Darul Takzim
Dear Sir,
RE: SUBMISSION OF FINAL REPORT The above matter refers.
Attached herewith, please find the final project entitled "Customer Satisfaction on Services and Facilities Rendered By Johor Port Berhad" for your kind perusal. I hope that the report will fulfill the requirements as needed by the Faculty of Business Management.
Your kindness to accept the report is very much appreciated.
Thank you
Yours sincerely
Zuraimi Bin Abdul Aziz UiTM No. 98518548
FACULTY OF BUSINESS MANAGEMENT UNIVERSITI TEKNOLOGI MARA
SEGAMAT
BACHELOR OF BUSINESS ADMINISTRATION (HONORS) MARKETING
DECLARATION OF ORIGINAL WORK
I, ZURAIMI BIN ABDUL AZIZ I/C NO. hereby declare that:
• This work has not previously been accepted in substance for any degree, locally or overseas, and is not being concurrently submitted for this degree or any degree
• This project is the result of my independent work investigation, except where otherwise stated
• All verboten extracts have been distinguished by quotation marks and source of information has been specifically acknowledged.
Signature: Date: H/03/oi
ACKNOWLEDGEMENT
Praise to Allah S.W.T. who has given me the strength, courage and good health to complete this research. I am indebted to many individuals, friends, colleagues and lecturers in the course of my study and writing of this research.
I would like to take this opportunity to thank my project advisor, Prof. Madya Kamel Taufiq B. Abd. Ghani for his intellectual support and dedication in supervising this research and also for editing my work.
I also hereby express my gratitude to all parties involves in assisting and guiding me to complete this research. Thank you for giving full cooperation, information and supports. Especially for Finance and Corporate Communication Department of Johor Port Berhad which has given me permission in selecting their company as my topic for this research and contributed the good ideas.
To my wife, Nik Syuhailah Binti Nik Hussin, thank you very much for being very loving, patient and understanding for making this research complete accordingly. This research is specially tribute for you.
Last, but not least to my family, thank you very much for being very understanding and supportive.
Once again, thank you to all of you.
ZURAIMI BIN ABDUL AZIZ UiTM Segamat, Johor
March, 2002
IV
TABLE OF CONTENTS
Acknowledgement iv Table of Contents v List of Tables viii List of Figure xii List of Abbreviations xiii
Abstract xiv
CHAPTER 1 - INTRODUCTION
1.1 Background and Scope of The Study 1
1.2 Problem Statement 4 1.3 A Brief Introduction of Johor Port Berhad 7
1.4 Obj ective of The Study 20 1.5 Significance of Study 21 1.6 Definition of Term 22
_ 1.7 Hypothesis 25 1.8 Limitation of The Study 26
CHAPTER 2 - LITERATURE REVIEW
2.1 The Understanding of Customer Satisfaction 27
2.2 Service Industry 34 2.3 Service Quality 40 2.4 Service Failure 43 2.5 The Understanding of Port Development 46
v
